Need to teach the sales staff that if they are not helpful in processing a return, that same client won't be asking them to assist when they return to the store in a month to buy the newest phone. I will, however, ask for Joshua who was pleasant and courteous and respectful of my time after I had an unpleasant interaction with the first sales rep. read more

I came here to get an upgrade on my iPhone and change my plan about two weeks ago. I was standing in line for 10 minutes before I finally caught someones attention to put me on the damn waiting list which was 45 minutes long. I opted instead to take an appointment for the next day. The lady made the appointment and told me 11 AM. So I show up at 10:50 the next day and I tell one of the people that works there that I had an appointment- they said I missed it. What??? Yeah, the lady made the appointment at a time OTHER than the one SHE TOLD ME. I was really annoyed and ended up waiting for someone since the line was allot shorter at that time in the morning. I eventually got my new phone and iPad case but all my information didn't transfer over properly and the saleslady couldn't figure it out. It's still not all on my phone but whatever. The saleslady was nice enough and helpful when I finally got to see her. I've been to other Verizon stores with customer service that is allot better than this one. What a shame!! read more

I used to like this location because of their attentive staff and quick response times. For the past couple of years, the customer service has taken a nose dive for the worst and it's a dang shame. Here is my review: I entered into the store and was greeted by the store manager (how I knew she was the manager will be explained later). I had an appointment for 1:00 and was served at about 1:15. I didn't think much of it because I knew that this store was known for slow service. I was served by Abbas (who looked like the villan from Captain Phillips). The guy must have had ADD or something because he couldn't keep his focus on me. I told him that I was having issues with my storage capacity and that my screen was cracked. He gave me short, curt answers and was looking around the store the whole time. I was thinking, "What the heck is he looking at?" When I told him about my cracked screen, he took one glance at it and immediately told me that the screen was cracked and that I had to replace it. I told him to further investigate it (i.e. lift the tempered glass shield I had on the phone) and lo and behold, it was the screen protector that needed replacing (a $20 fix as opposed to an $80 one). So he goes to get a new one from the counter. Abbas starts schmoozing with the customer and co-worker that were at the desk. I mean, c'mon! I'm over here! He comes over and naturally, I ask him to put it on for me. He then tells me (to his credit, I appreciated the honesty) that he isn't experienced with putting them on. He then proceeds to ask almost every co-worker in the store about helping me out, but to no avail. He then goes to the manager (who initially signed me in) and tells her of my predicament! She then gets Frank to help me. Frank was very meticulous and took forever (which was a good thing) to put the cover on. Upon completion, I ask him about if my S4 was XLTE capable, to which he replied no....smh. Frank seems to think that I am not from this country and by saying no, that I would walk away. I did, but I will never ever, go to this location again! I really hope that someone with some authority from Verizon actually reads these reviews because that's the only way that these morons will learn that they earn their measly paychecks by helping people out. If they don't want to do it or are inept to do it, they should seek other employment! read more

ZERO stars (Yelp, why can we not choose zero stars yet?) Awful experience every time; I have finally learned my lesson and will NEVER go back. The employees that work in the stores work on commission so they will mislead, talk fast, manipulate and do whatever they need to do to make their commission. This location seems to be the worst! I recommend you call the Verizon 800 number and purchase everything through them - the salespeople via the 800 number do NOT work on commission so they are honest. Go to the store to look at items -fine, I get that- but then call to the main 800 line and make your purchases at that point. You can change your plan with them too! They will be honest! Elvis was the last employee I interacted with at this location. Stay away. Seriously, you will be misled so he can make a dollar. So manipulative....it makes me sick. This experience was so bad, I am finally going to leave Verizon. I think these phone companies expect you to stay with them but there is enough competition and options, we do not need to put up with being mistreated. Sprint, yes Sprint. Can you hear that? Verizon, the commission incentive for in-store employees needs to go. read more

I usually cannot BEAR this store. It is ALWAYS overly busy and no one ever looks you in the eye for fear you will entrap them into helping you. Today was my first ever time (out of many) where I had a 100% positive experience and it was ALL -- yes ALL -- due to SEAN TWEEDY. I walked in the Lake Avenue store. I searched for a free person. Sean turned and looked me in the eye. I asked if he was available. He chirped enthusiastically that he was (this has NEVER EVER happened in ANY Verizon store ANYWHERE ON PLANET EARTH before). I told him I needed to upgrade from my iPhone 4 and he lead me precisely directly to the perfect solution for my needs. It was the first phone he showed me because he listened to my list of 4 or 5 top needs in a phone, and it is the perfect phone for me. I am the proud owner of a Galaxy Note II. He told me no need to wait for the Note III, and I trust him. He suggested all the right accessories, made suggestions of Apps to fit my particular needs, transferred my numbers and completely took care of every single need I had when I walked in. He is also literally the only Verizon sales rep who has ever been able to flawlessly put on a screen protector. He put one on my Note, my iPhone 5, and even on the iPhone 4 (that I am keeping temporarily to retrieve some info from before turning it in). Seriously. I have been to NYC, San Jose, Westwood, Mid-Wilshire, Century City, and this very Pasadena store many times all to have them put the protectors on for me because I seriously have a mental block against doing it correctly and perfectly. He rocks. I have never met a more helpful Verizon sales person. I've been a customer since 1991. read more

I will never return to this store. Have had nothing but negative experiences. Today my wife and I went down to enquire about activating a phone we had bought through Amazon. Unfortunately the phone had had the wrong antenna and was not compatible. I was simply asking questions when the manager came and threatened me and told me to leave. yes perhaps my voice had gotten a bit loud, but it was no excuse for threatening me. I have never had a good experience here and will never return. The employees are always very young and lack experience in how to treat people. I was simply asking questions. I have never been thrown out of any place. Will never go back there. Have never been treated so rudely. There are plenty of other choices. read more

This is one of the worst Verizon stores I have ever been in. They have gave me the worst experience ever and it all started with the sales rep names "Anya or Ania".(youll know the name). I went to upgrade my phone to a pixel since my galaxy stopped working. I told I needed the phone for my business. Since they didn't have it in stock, she assured me id have it in two days no later than 12pm. She advised not to get the overnight shipping. I get a tracking number the next day and I see it'll be delivered Monday evening which adds up to 5 days without a phone. I call Verizon cs dept to see what's going on. Jennifer gave me overnight shipping upgrade on them and told me id have the phone Friday morning at 10am. Friday came, no phone. Shipping did not change. I called Verizon again and asked the order to be canceled so I can pick one up at another store. Cory in cs said its canceled and I can go to Lake again since they have it. I asked him to call and he confirmed. I went and it was still out of stock!!!! Angel helped me in the lake store. He was kind. Unfortunately, he said Cory gave me wrong info and my order couldn't be canceled. Angel called the Baldwin Park store so I can get my phone there later that night. I spoke to Carlos in Baldwin park. He said he can cancel my order and I can get the phone there no problem. I went after work and what do you know, Carlos is gone for the day. Luckily Beatrice helped me out. I love this store! I wasnt able to get my phone but she made sure I didnt leave phoneless for my business. If it wasnt for Beatrice, I would cut all ties with verizon!!!!!!!!! read more

I went to Verizon today to upgrade to new phone. Nichole was a breath of fresh air! She helped me pick the best phone for my needs and went through the whole process with detailed explanations of my purchase. She even came up with some money-saving tips on our overall bill. I hope you are lucky enough to have her help you during your visit. read more

Putrid customer service. My husband and I came in a few days before having our baby to add him to my plan and get him an iPhone. The store did not have the color Life Proof case he wanted and he felt uncomfortable leaving the store with his phone unprotected. The salesman assured us that we could purchase another Life Proof case, order the color case we wanted, and come in and return the first case we purchased. I reminded the salesman I was having a baby in a couple days so we could not come in right easy to return that case. He stated that was fine and that we had "plenty of time" to come return it. We went forward with the transaction. The case was charged to my account and I never received a receipt. Approximately a month later, which I happen to think is pretty making pretty good time considering we just had a baby and I had to have major surgery, my husband returned to the store to return the phone case. They absolutely refuse to take it back, even considering my surgery and the fact that their own salesman was very misleading about when it was to be returned. This is awful customer service and I cannot believe they would risk losing a monthly customer over issuing a refund for a phone case that they could just turn around and sell to someone else. Shame on Verizon, the salesman, and the manager John. It's clear they just wanted our money for the phone and didn't care how they got it. read more

Rude. Rude. Rude. So very rude. I was about to slap the person who was helping my sister and mother. The guy was twirling his ipad on the counter saying, "we can't do anything about your phone." He was so unprofessional, disrespectful, and just plain rude. The Verizon at Santa Anita Mall was more accommodating and they told me that I could get an upgrade while the other guy was saying we can't do jack shit about their phones. I suggest you go there instead of this location. read more

I came here today and this young man helped me Ashton I recommend him. The people are all nice to u and try to work out an deal. They gained a new cousterm and. I am gonna get my phone here instead of having metro thank u very much Ashton. read more

Main office with personnel who can actually answer questions instead of giving the dumb shrug.

Whatever you do don't go with verizon they take your money. I had been worth then over 10 years and once I finally left them cause I got tired of the over charges. They decided to play dirty and over charge me for everything! I hate this pathetic company!!! Also when you ask for the corporate number they give some bullshit that they don't have one! They gave some random address. Screw them. Never again! read more

We walked into the store tonight and were immediately greeted by a rep. It was my first time there and I took that as a good sign, expecting a great experience. He asked what we were there for (iphone6 upgrade) and took our name. After 20 min, I was pretty excited about this new phone sitch. It's too bad that's where the great experience ended. The guy who greeted us was a walking ashtray. All he was missing was the cigarette it was obvious he had just put out. Initial intro - he tells us I cannot upgrade. Why? We asked. They don't have iPhone6 in stock. We'd have to go to the apple store. No mention of any other options, that was it. So, I waited 20 min to be told what I came for couldn't happen, for reasons that should have been disclosed from the beginning? On the way out, I stopped by the greeter - just to let him know it would've been nice to have a heads up and perhaps to let other customers in similar situations know so they wouldn't have to wait around like we did. Did he care? No. Thanks Verizon. Be careful when coming here - choose your visit time wisely and be clear when stating your intentions. read more

WHAT EVER HAPPENED TO FRIENDLINESS. I love Verizon for its great reception but the employees are too focused on making a sale. Is this a phone store or a car dealer? The minute they see someone with questions, they scatter. So sad to see a company with so much to offer missing what's important. I don't think I'd ever come back here. read more

I've gone in to this store twice in the last week and all I can say is.... they are not customer friendly if you don't buy what they are pushing. If you go in there with a purchase plan or basic assistance and it doesn't jive with what they think or what they are trying to sell then good luck trying to get them to work with you or at least help you in a friendly and positive manner. read more

I haven't had as much BS thrown my way since the time when I was buying my truck and was visiting multiple auto dealerships. If you're in the market for anything Verizon, visit the store, make your decision, then buy online. Of course, the talk is fast and it isn't until you get home that you see the discrepancies on you bill This place is a shark tank. It's on commission, so get ready to be guided toward the high dollar phones. read more

Great customer service! Angel was so patient and helpful. This was the best experience I've had when dealing with a cell provider.

The only reason I am not giving one star is because Brianna went to a huge amount of effort to resolve my problem. I purchased a new iPhone yesterday and was assisted by Cesar. He kept insisting I get the 'hum' device for my car. I am on a strict budget and had to continue reminding him that I needed the monthly cost as low as possible. He assured me he was 'giving me' this device and it would only be a one time fee of $5.00. Finally, like an idiot, I said ok. When I got my breakdown of new charges via email this morning, not only was this contraption going to cost me an extra $10 per month, but they socked a $40 activation fee on as well. I immediately called customer service who told me to go return it and to call them with any issues. Brianna helped me and when her manager said I needed to pay a RE-STOCKING FEE I immediately contacted customer service once again. They stayed on the phone with me until the thing was deactivated and the charges were waived. HERE IS THE KICKER.... Cesar walks in to begin his shift and was taken aback when he saw me and asked 'how are you?'. I told him 'not so good since you did not tell me about a MONTHLY FEE OR ACTIVATION FEE on this thing for the car.' He boldly looked at me and LIED and said 'I told you' and hurried in to the back room. His manager heard it all and said 'I can't believe he would do that, we never get any complaints about him'. NEWS FLASH: HE LIED. Then, so cowardly walked into the back room as if to imply 'EFF YOU'. I am so disappointed in him. Again, Brianna was wonderful and the girls I spoke to in Customer Service were very helpful. If you go to this location, steer clear of Cesar. read more

I have been in here several times. The first because it was my first time. The second because it was a matter of necessity, the last and FINAL time. There is always a long wait. Service is poor and representatives do little to make cater to their customers. It is likely a reflection of the leadership like the manager Liz who I ran into today. There is little concern for customers problems and the employees are even less empowered to make any decisions for customer service purposes. Their main focus is selling product and getting to the next customer to sell more product. Verizon needs to figure out a way to empower their front line employees instead of have them shy away from customer issues that aren't covered in some policy manual or procedure. read more

negative if possible! i would put the store clerk's full name but he might really need his job. he was unbelievable rude and stuck up. he sure is in the wrong field and someone needs to let him know that he should not deal with customers. he was laughing at me that i was going to buy an expensive phone but did not want to pay an expensive plan. he was like mocking me!!! then he explain nothing about the phone or my rebate or how the phone works or anything! it was a very uncomfortable feeling which i wanted to buy the phone and leave asap. overall a horrible experience which verizon should not receive #1 rating in jd power rating. i have zero clue why the employees are stuck up in this branch. it is rude to make fun of your customer because i want to save money. duh!!!!!!!!!!!!!!!!!! seriously dumb employee. read more

Waiting to buy the iPhone 6 was the worst experience I've ever had waiting for anything in my life. I was #52 in line and it still took 3 1/2 hours to just get inside the store. While outside, the manager continued lie to people that the iPhone 6 plus was in stock when people would come out and tell us they were sold out. The process of buying the phone took 45 min and the sales person was not comfortable with the order software. On top of that, the store did not accept the offer of $200 for turning in your previous iPhone in working condition. They only wanted to give me $38. This store cost potential customers for Verizon by lying about its stock and lost me as a customer. Never, ever go here. Drive anywhere else. read more

Went in to pick up a phone that we had arranged to purchase through customer service. The employee at the store said that they could not honor the deal, even after I was assured by customer service they could (customer service even called the store to make sure). Then I was told that they could "do me a favor" and honor the deal, but only if I bought a wireless base station and signed it up for service. It was a super shady way to do business just to earn a little extra commission. I will never go here again because I can't trust that they are telling me the truth, instead of lying to me to make a sale. Do whatever you have to to avoid this store. read more

Extremely rude and unprofessional staff. I was waiting for my appointment when another lady walked in with an appointment to check in but she wanted to ask a quick question. She was shut down so fast and rudely and told to wait for her appointment. I have no problem with this but the guy was so rude to her that it caught my attention and I felt bad for her. Then it was my turn to get the rude treatment and I walked out of there without buying a phone. What the hell is wrong with people! If you can't service someone in a service oriented position, then leave, go find another job where you don't interact with people!!! read more

Beware of dealing with new reps. Added a phone line and was informed that there was a $35 fee if returned in 14 days. As it turns out, returned the phone in under 14 days, service was not cancelled when the phone was returned, and was then told that there were additional charges. Had to call main customer service line before charges were reversed. Do yourself a favor and deal with the main customer service line or a manager at the store, sometimes what is said may not match what actually happens with your account. read more

Sooooo I found out for myself why this store has an overall rating of 2.5 stars...TERRIBLE customer service! I have been with Verizon for 17 years! This is the FIRST time I encounter poor customer service from Verizon. I will not be returning to this store...don't go to this store if you have an option of going somewhere else. The rep who lacks customer service skills here is Abbas, perhaps not everyone who works there is like Abbas...but then again...the poor rating speaks for itself. read more

Horrible horrible horrible. I dislike this place so much. The Store Manager was very rude to me. All I wanted was to exchange my phone that I got online and she tried charging me a restocking fee after she opened the phone infront of me. Last time I ever come to this store. read more

Unacceptable practice. Came here to return a gift (toy robot) purchased before xmas, and was told I had to wait ONE HOUR just to RETURN it!!! It had nothing to do with any cell phone plans and I needed no technical asstance. How long would one usually wait to return an item at a department store? At a toy store? At any store at the mall? This is totally wrong!!! read more

Ryan was totally on top of it, scheduled my appointment, met me when I walked in, and got Antoine to help me. Great team! Antoine got some data restored from my dead LG, got me started on my new 5s.... great service, personality, attention to detail. Antione also told me about classes they have for Apple, etc....so may take one of their classes to get more info. All in all.....a REALLY good experience! read more

What the heck happened to my Verizon shop? The staff & crew has changed dramatically, its become a piss poor exercise in unprofessionalism! I came in to exchange a home charger for my Samsung that was purchased about 1-2 mo. ago, I was greeted by someone that looked as though he just stepped away from a pickup game. I no longer see anyone that fills me with a sense of professionalism. I see basketball shorts that are way too big for the wearer or I see sagging jeans & Tee's. I walked in I felt as though I stepped into a "house party" or something?? While I was waiting, I noticed an Asian gentleman asking about an advertisement that he read about today's sale on tablets. I witnessed the shamefully unprofessionally dressed salesperson speaking rather rudely & dismissively to this customer. Then another came over & kind of ganged up on the older gentleman. What's going on here? This location used to be the gold mark of professionalism & now its a place that I will not use! Well unless I leave my wallet & valuables locked in my car! read more

I wish there were negative stars for rating this place that has no idea what "customer service" means. "Oh, sir," she says ' there are two people ahead of you." Twenty minutes later, I check in with the miserable person who has already made it clear that I am an inconvenience for her -- really? who is paying your wages? I am -- that now there are three people ahead of me. When I inquired about how that happens, she tells me someone with "an appointment" arrived, which, had I not been so angry would have me giggle. Cuz let me tell you: the at least half-dozen times I have made "an appointment," the moment I arrived I dropped to the bottom of the list, just like any walk-in. I walk out...and consider going to AT&T. A day or two later, I receive a text message asking me to rate my experience at the Verison store on South Lake? Are you kidding me? I call the number, provided in the text, only to be routed and re-routed and re-routed and...you get the idea. So I send a text saying your "customer service" is on a downward spiral, only to receive yet another number to call. Huh? Hey, AT&T, Sprint, or T-Mobile, if you are out there -- talk to me. read more

Sean, Sean, he's the man! If he can't do it, no one can! Yesenia was also cool too. Despite what all the other yelpers said, I was fortunate that I came across Sean and Yesenia. They were pretty laid back and not pushy. Enter happy and exit satisfied. Request them when seeking service. read more

AVOID! Worst store ever. The staff there don't even know their own products including the manager. Asked what the star code was to do call forwarding and the manager didn't even know it was *72. I had to google it after they said it wasn't possible. They also "accidentally" canceled my phone number after asking about other plans. Was out of phone service for 3 days. Drive to Glendora for a better experience and to learn how a corporate store should be run. read more

Rude, disrespectful service from immature and poorly trained employees who obviously do not care at all for you as a customer. Do not patronize this establishment unless you want to be treated badly. read more

Amazing. They literally scammed us and it looked like a Bose speaker and a tablet came with the edge plan and iphone 6 for free. I asked why we were getting all this stuff and the sales rep said it came with the plan, and that the plan itself had an upfront cost of $240. Turns out there is 0 down for the edge plan and he was just trying to upsell. Sleezy, horrible store. read more

This place was extremely helpful and efficient. Cindy helped me for my upgrade and was able to get my new iPhone in a matter of minutes with discounts on screen protectors and a case. Most importantly, I had forgotten to transfer my photos beforehand from my old iPhone and she was extremely helpful in showing me how to do so before I lost all my photos. She was very personable, patient and went above and beyond in customer service. I will definitely be coming back here for all my upgrades in the future as well as whatever additional help I need. read more

There's always a long line. Very long line. Everyday. Every night. Long line... boo.

I've had a phone with Verizon Wireless for 10 years and have had no issues with customer service. However, today staff member Haroon completely ruined my day. This arrogant employee insulted me, argued with me, and gave me no other choice but to call the manager Ryan. In contrast to Haroon, you could tell Ryan was there to actually help the customer. Verizon would be better off without Haroon, no doubt about it. read more

Last year I wrote, "These guys will hard sell you. They will sell you stuff you don't need for a price that is too high." What a difference a year makes, now the place offers good service at good prices. Ask for Mike, he is the best. read more

sadly this is the closet verizon wireless to me and I have been coming here for the past 5+ DO NOT come here if you think you'll be in and out. I promise that you will at least be here for two hours if not more. lousy customer service since day one, I always leave the store flustered, and I swear nothing can go right at this location. I highly recommend you driving the extra mile or two and going to another location. They always blame everything on their system and can never take responsibility for their own mistakes. read more